Seller Support Guidance
As a Tebex Checkout seller, you may occasionally be contacted by customers for help with the products you've sold. This guide outlines best practices, response expectations, and standards of professional conduct when handling customer support.
Our goal is to empower you to provide fast, effective, and respectful support—building customer trust and strengthening your store’s reputation.
Key Responsibilities
Before offering support, make sure your store:
Provides clear, accurate, and detailed product descriptions.
Avoids “coming soon” or vague descriptions.
Clearly states compatibility, use cases, and limitations (e.g., specific frameworks or mods supported).
When Tebex Contacts You About a Customer
Sometimes, a buyer may reach out to Tebex Support. If Tebex determines the issue needs your involvement, we will:
Add you to an email thread with the customer.
Expect your response within 3 business days.
If you need more time (e.g., programming fixes), you must acknowledge the thread and share an updated resolution timeframe—not to exceed 14 days.
Response Time Guidelines
Responding within 3 business days.
Ignoring or delaying replies.
Requesting more time (with reason and ETA).
Accepting payments while offering no support availability.
Communicating delays or escalations clearly.
Providing support outside the shared thread (invisible to Tebex).
Where to Provide Support
All communication must stay within the original Tebex support thread. This helps:
Maintain transparency between you, the buyer, and Tebex.
Prevent misunderstandings or duplicate support efforts.
Ensure Tebex can verify your engagement if a refund is requested.
⚠️ If Tebex sees no reply in the thread, the payment may be refunded.
Customer Support Etiquette
Professional, polite communication is non-negotiable.
✅ Do:
Use a friendly and helpful tone.
Thank customers for their purchases.
Offer clear instructions and follow-ups.
Train your team in respectful customer interactions.
❌ Do Not:
Use rude, insulting, or dismissive language.
Leak or expose any customer personal information.
Ignore repeat inquiries without resolution.
Repeated violations may result in platform penalties.
If You Can’t Resolve the Issue
Here are your options:
Contact Tebex Support (with the transaction ID) for guidance.
Offer a refund via:
Tebex gift card (especially if the payment is old or via Paysafecard).
Original payment method (if supported).
Offer an alternative product of equal or greater value.
If your wallet lacks sufficient funds, email [email protected] for next steps.
Create Help Resources
To reduce repetitive questions, we recommend adding:
A FAQ page on your store.
An external wiki or forum post with setup instructions, commands, and expected behavior.
Support Example Scenarios
Example: Issue with Rank Delivery
Hi Notch, Sorry to hear you're having trouble using your VIP rank! Everything looks correctly delivered on our end. Please try the
/vipcommand in-game to join the VIP channel and use/warp vipto access the map. Here’s a link to our setup instructions: [<url>]. If it’s still not working, reply here or ask any in-game admin to assist. — Server Admin
Example: Product Compatibility Issue
Hi Notch, Thanks for purchasing our script. Sorry it's not working with your server setup. As mentioned in the description, this script supports QBCore vX.X and may not be compatible with other frameworks. Here's the listing for reference: [<url>]. Because the script works as intended and the issue is a compatibility mismatch, I won’t be offering a refund. Let me know if you have other questions! — Server Admin
If You Can’t Locate a Payment
Rarely, a customer may report a missing payment you can’t find. In this case:
Do not issue a refund.
Direct the customer to Tebex Support.
Inform them that you cannot assist with missing or unverified transactions.
Tebex has access to deeper payment verification tools. If a screenshot is forged or details don’t match, we’ll handle it. If the error is legitimate, we’ll fix it on your behalf.
Final Reminders
Never refund externally.
Do not give login access to others.
Always remain courteous and professional.
Contact Tebex Support if you’re unsure about how to proceed.
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